#ICMIchat Insight: How 3 Trends Will Shape the Contact

Center this Year

Highlights  from  the  January  17,  2017  #ICMIchat

This  chat  was  Inspired  by  Brad  Cleveland’s  recent  article:  3  Trends  Shaping  a  New  Year

1.Mainstreaming  Chatbots

2.Supporting  Those  Who  Serve

3.Effective  Personalization  

Q:  What  are  some  ways  companies  can  use  

chatbots to  improve  the  customer  experience?

Q:  How  does  the  human  (agent)  role  in  customer  

service  change  as  technology  advances?

Q:  Who  should  come  first:  employees  or  customers?  Why?

Q:  How  can  the  contact  center  best  

leverage  data  to  personalize  the  

customer  experience?  

Q:  Have  you  recently  experienced  

personalization  as  a  customer?  What  was  that  experience  like?  

Q:  Is  there  a  trend  on  your  radar  that  we  

didn’t  discuss?  

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